How to complain
Contact info@gorush.pl or write to GoRush at Krakowiaków 68, 02-255 Warszawa. Include your contact details, order reference, a description of the issue and the remedy you seek; attach useful evidence where available. We respond within the applicable statutory deadline, generally 14 days for consumer complaints.
Further help
You may seek free assistance from a local consumer ombudsman or the Trade Inspection and use an appropriate authorised ADR entity. Participation is assessed under the applicable procedure; we do not promise membership of an ADR scheme. You retain access to the courts and mandatory consumer protections. The former EU ODR platform was discontinued in 2025 and is not a current complaint channel.
How to submit a complaint
Use the email, postal address or contact form published by GoRush. Include your name, booking or payment reference, the service concerned, a description of the issue and the remedy requested. Relevant dates, photos or payment references can help us investigate. Do not include a complete payment-card number or publish identity documents in a public review.
What happens next
We review the booking, payment and service records, may ask for information needed to identify the transaction, and respond through an appropriate contact channel. The applicable statutory response deadline depends on the subject of the complaint; mandatory time limits remain unaffected. A request for clarification must not be used to avoid legal obligations.
Available remedies
The remedy depends on the contract and applicable law, including the nature of the service and the issue reported. Correcting account information, reviewing a payment, supplying an explanation or considering a refund are separate actions. Raising a complaint does not itself cancel an active reservation or suspend a contractual deadline unless agreed or required by law.
Independent assistance
Consumers in Poland may seek assistance from a municipal or district consumer ombudsman and information from UOKiK. Cross-border consumers may contact the relevant European Consumer Centre. An eligible dispute may also be referred to an appropriate alternative dispute-resolution body under its rules; participation and the competent body depend on the dispute. Access to a competent court is unaffected.
Privacy complaints
For an issue involving personal data, contact GoRush using the published details and describe the processing concerned. You also have the right to complain to the competent data-protection authority, including UODO in Poland. See the Privacy Policy for an explanation of data-subject rights and identity verification.